i
C O N S UlT l N G .TEC H N O L O G Y . 0 U T S O U R C I N G
. _. Ef
Preface
This year,as we have for the past five,we polled thousands of retail banking customers
around the world to gauge their attitudes toward their financial service providers. The
most startling insights to emerge from this-survey-the largest of its kind in theindustry-have to do with the undeniable inroads fintech firms are carving into banking's
core businesses.
While fintech firms have been picking away at market share for some time,the nature of
banking-highly regulated and deep-pocketed- has muted their impact. Our survey
indicates that a tipping point is imminent, with fintech firms beginning to win
overwhelming favor with customers compared to the entrenched banking industry. Tum to
Chapter 2 of our report to find further details of how fintechs are attracting referrals, new
customers, and even trust at
a stunningly high rate.
Strategies that banks have traditionally employed to attract and retain customers are
not proving strong enough against the emboldened fintech competition. We know this
because a marked improvement in our Customer Experience Index (CEI) in 2016 failed to
translate into greater levels of profitable customer behavior.See Chapter 1 of our report to
find out how generally high levels of customer experience have resulted in only
marginal improvements in measures like customer retention and referrals.
Especially strikingwas the finding that only 15.9% of customers said they would buy
additional products from their bank. Clearly,the ingenuity and creativity that fintech firms
are bringing
to product development are starting to have an impact. Customers' expectations are also
augmented by the superior experience they are receiving with the technology intheir dayto day life.Customers are expecting much more inthe way of innovation, but are not
getting it from their banks.
In the face of increasingly aggressive fintech competition, banks know they need to do more
than just improve the customer experience. Tum to Chapter 3 to find out the accelerated
rate with which banks are now looking to partner with fintech firms. Partnering not only
empowers banks in product development, but gives them a strong voice in defining the
future of the digital banking ecosystem. Chapter 3 also outlines why banks need to think
big-Interms of revampingtheir core systems and establishing a core competency in
application programming interface (APl)-based software-development-to support their
ambitions in partnering with fintech firms.
There is little doubt that fintech is a game-changer.Banks have begun accepting that
reality, but still need to move much more forcefully toward cementing their place in a more
interconnected digital financialecosystem. We have designed our report with the aim of
making it easy for you to find answers to your biggest questions, as you navigate this
dynamic environment. We hope you find it useful.
Anirban Bose
Head, Global Banking & Financial
Services Capgemini (FS SBU)
Vincent Bastid
Secretary
General Efma
Executive Summary
I.
a. Nearly two-thirds of customers globally said they are using products or services
from fintech firms, giving weight to the threat that banks may become
disintermediatedfrom their customers.
b. While customers have more complete trust in their banks, fintech firms are
making gains; 87.9% or more of customers across all regions somewhat or
completely trust their fintech providers.
c. Fintech firms are making positive impressions, causing customers to be much
more likely to refer their fintech provider (54.9%) compared to their bank
(38.4%).
d. Less than one-quarter of banks said they have an advantage over fintech firms
in their ability to innovate or move nimbly.
Ill. Fintech Partnerships Will Define the Future of Banking
a. The vast majority of banks (87.1%) believe their infrastructures are not
adequate to support the digital banking ecosystem of the future, giving
momentum to the increasingly aggressive competition from fintech firms.
b. Nearly two-thirds of banks view partnerships as the most effective way of
responding to the growing fintech threat.
c. To get the most from their fintech partnerships, banks will need to embrace APls
and begin laying the groundwork to revamp their core systems.
d. Banks will need to navigate the transition to fintech partnerships and APl-based
software development with care,to ensure they remain relevant inthe evolving
digital banking ecosystem and integral to customer relationships.
Our annual rankings of global customer experience allows executives to track bank performance by individual country over time. Major shifts in
Assess current
levels of
customer
experience
Globally,banking industry
witnessed an increase inthe CEIby 2.9 points, with improvements occurring in 85% of the countries surveyed. This ove
Determine
the impact of
improved customer
experience
The rise of fintech firms is undeniable,but just how widespread is its reach? We found nearly two-thirds of customers are usingfintech products or
Gauge the true
influence of
fintech
competitors
Banks overwhelmingly agree that their core systems are not able to support the coming
evolution of banking into
anstock
inter-connected
digitalfinancialservices ecosystem.In response, they are exploring new approaches to innovation invo
Take
of
their ability to
manage the
fintech threat
Get up tothe
speed
Severalbanks are embracing
open architecture of APls to ensure ongoing dialogue with
the most
leading-edge fintech on
product
developers.They are also exploring pathways to transforming their core systems,which will be fundamental to prep
effective
responses to
flntech's advance
Retailbanks have been eyeingthe steady advance of fintech competitors for some time
now. With fintech's momentum gaining, there is greater need than ever before for banks to
develop an action plan that ensures them a centralrole in anincreasingly digital and
interconnected world.Please refer to the data and insights gathered in this report as an
aid in devising your strategic response in this increasingly competitive terrain.
Key Findings
The Capgemini Customer Experience Index showed marked
improvement in 2016, drawing momentum from almost all regions of
the globe.
More than 85% of countries witnessed an increase in their CEIscores,
with the largest gains occurring in Japan, Netherlands, and Sweden.
Latin America, pulled down by the performance of Mexico and
Argentina, was the only region to experience a decline in CEI.
The ranking of the top-five countries based on CEIshifted signif icantly,
with Netherlands, United Kingdom, and Switzerland making large leaps,
edging out the United States.
Levels of positive customer experience shifted by varying degrees
around the globe, depending on geography, demographics, and
channel usage.
European banks, likely tapping into pent-up demand for consumer credit,
were the most successful at boosting positive customer exper ience.
Gen Y and Gen X customers emerged as areas of concern, given
their lower levels of positive experience.
Customers reported growth in positive exper iences through every channel, with mobi
Customers with positive experiences were significantly more likely to
have higher trust in their primary bank (71.0%}, versus 32.0% of those
with negative experiences.
Despite the overall rise in CEI, profitable customer behavior
improved only marginally.
Only 55.1% of customers said they are likely to stay with their bank for
the next six months, an increase of 1.4 percentage points.
Only 38.4% of respondents, up by 1.0 points, said they would refer
their bank to a friend or family member.
Only 15.9% of customers said they are likely to purchase another
product from their bank, pointing to the need for more innovative
product development.
e
o
2016
Countries
01
14
01
Top 5
2016
2015
O!
Netherlands
Czech Republic
80.9
78.9
80.4
73.4
80.4
77.5
Spain
31
UAE
13
2016
2015
Canada
Countries
Bottoms
02
65.3
73.7
1
80.2
73.9
80.0
73.7
28
Argentina
07
68.4
76.4
Improvement
Switzerland
Japan
Mexico
31
66.6
61.7
U.K.
69.4
61.9
No Change
03
69.4
76.8
Deterioration
Note:
Country boundaries on ciagram are approximate andrepresentative only
Source: CapgeminiFr1ancialServices Analysis, 2016; 2016 RetailBanking Voiceof the CustomerSurvey, CapgeminiGlobal FinErlciaJ SeMCes
"With Branches Frt for Bend Movie, Japan Shuns Mobile Banking, Gareth Allen and Shingo Kawamoto,BloombergBusiness,
September 7, 2015, accessed March 2016 at http://www.bloomberg .com/news/articles/2015-Qg.Q7/with-branches-fit-for-a-bondmovie-japanese-shun mobile-banking
2
"Branch bankingin the Netherlands: seamlesslyintegrating physicalwith digital',Bankingandlnsurance, Sia Partners, January
14, 2015, accessed March 2016 at http://en.f inance.sia-partners.com/20150114/branch-banking-in-the-netherlands-seamlesslyintegrating-physical with-digital
Positive Customer
Experience Levels Make
Gains
Positive CE by Country and Region:Countries
move up the CEI rankings when banks increase the
number of
customers with positive experiences. Banks in Central
and Western Europe were the most successful at
doing this, improving positive customer experience by
9.0 and 8.8 percentage points, respectively (see Figure
1.2).
Despite still-weak economic growth in the
Eurozone, demand for consumer credit increased
during 2015, especially for housing loans.3 Banks
inthe region capitalized on this demand, delivering
considerable customer experience improvement to
customers taking out loans (a 7.7-point increase in
Central Europe and
a 5.0-point increase in Western Europe).
... ..
...
North America
56.4%
55.6%61.3%
2015
2014
Western Europe
39.0%
2016
49.9% 58.7%
2015
2014
38.2%
2016
20142015
52.7%44.3%
2016
2015
2016
Asia-Pacific
36.4%39.6%46.6%
14
20
54.7%63.7%
2015
2014
Latin America
43.2%
..
..
Central Europe
2016
EDI
32.3%
37.5%43.5%
20142015
Note:
Country boundaries on diagram are approximate and representative only; Positive experience denotes an integer CB score of more
than 79 Source: Capgemini Financial Services Analysis,2016; 2016 RetailBankingvl'.>ice of the Customer Survey, CapgeminiGlobal
FinancialSe!vices
2016
"The euro area banklending survey, Fourth quarter of 2015", European Central Bank,January 2016, accessed March 2016 at
https://www.ecb.europa.eu/stats/pdf/blssurvey_ 201601.pdf?4bd32f9c94e348f242a3d86d5dbd029a
10
Figure 1.3:Positive Customer Experience for Gen Y,Gen X,and Other Age Groups,by Region
(%),2016
Western Europe
North America
Central Europe
IDB lll!DI
Asia-Pacific
Latin America
IIIDIEI
{;:;;
GenY
{t
Gen X
OtherAge Groups
Gen Y less than Gen X -Gen X less than Other Age Groups
Gen Y more than Gen X -Gen X more than Other Age Groups
Note:
Country boundaries on ciagram are approximate and representative only
Source: CapgeminiF11ancialServices Analysis, 2016; 2016 RetailBanking Voiceof the Customer Survey, CapgeminiGlobal FinEllciaJ SeMCes
0\
2016
63.8%
Internet
58.1%
55.6%
t 0
, 49.1%
2015
60.7%44.7%
bile
t
Social Media
53.5% I 39.8%
Branch
2015
0l
2016
I
59.4%
65.1%
Internet
33.3%
30.5%
t 0
Mobile
2015
2016
I
13.0%11.0%
16.2% I 9.8%
Social Media
2015
Note:
11
Question:"How often do/willyou use the following channels for your banking needs? - Never,Couple of times a year, Monthly, Weekly,or
Daily" Source: CapgemiliFiner1cial SeMCes Analysis,2016;2016 RetailBanking Voice of the Customer
Survey,CapgemiliGlobalFinancialServices
12
Figre .5: Customers with Positive, Neutral,and Negative Experience having High Trust and Confidence
with their Primary Bank, by Region (%),2016
Western Europe
North America
Central Europe
66.8%
Asia-Pacific
Latin America
69.1%
28.3%
Positive Experience
Neutral Experience
Negative Experience
Note: Country boundaries on.ciagram are approximate and representative only;The number represents the p0(C01'1tage of customers who have
hightrust trust and confidence with thei' p,i:nary bank
Question: Please rate the following stat t (Please rate each criterion on a scale of 1-7, 7 being strongly agree and 1 being strongly
disagree) "- Ihave complete trust and confidence ,n ITT/ pnmary bank"
Source: CapgeminiFr1ancialServices Analysis, 2016; 2016 RetailBanking Voiceof the Customer Survey,CapgeminiGlobal FinErlcialSeMCes
13
Figure 1.6:Likelihood of Customers to Stay, Refer,and Buy from their Primary Bank
(%), 2015-2016
likely
Unlikely
2016
2015
9.5%
11.0%
l am
201655.1%
201553.7%
l am
Stay
2016
l am
9.1%
15.5%
2015
2016
2015
28.1%
28.7%
nm
2016
38.4%
2015
37.4%
l am
201615.9%
201515.3%
Buy
Note:
Oount,y boundaries on diagram are approximate and representatille only
Question:"Howlikely are you to cher1ge your primary bankwithin the next six months"?(Please rateon a scale of 1-7, where 7 is higllylikely and
1is highly unlikely)
Question:"Howlikely are you to refer a friend to your current primary bank"? (Please rate on a scale of 1-7,where 7 is highly likely and 1 is highly
Lrllikely) Question:"Howlikely are you to purchase another product from your primary bank"? (Please rate on a scale of 1-7,where 7 is highly likely
and 1 is highly unlikely Source: CapgeminiFinancialServices Analysis, 2016; 2016 RetailBanking Voice of theCustomer Survey,CapgeminiGlobal
FinancialServices
14
Figure 1.7:Customers' Likelihood to Stay withtheir Primary Bank in the Next Six Months,by Region
(%),
2015-2016
Customers Unlikely to Stay, 2015-2016
Percentage Point
Change from 2015
Percentage Point
Change from 2015
North America
(0.5%
)
Western
Europe
(1.1%)
62.2%
61.9%
60.9%
60.7%
0.3%
0.2%
Central Europe
5.2%
Asia-Pacific
5.4%
Middle
East &
Africa
0.6%
(2.9%
)
(4.9%
)
1.1%
2.6%
16.2%
15.1%
16.6%
14.0%
Latin America
(6.1%)
2016
2015
Note:
The number represents the peteentage of customers who are likely or unlikely to stay with their primary bank
Question: "How likely are you to change your primary bank withilthe next six months"? (Please rateona scale of 1-7, whera 7 is
highlylikely and 1 is highly unlkely)
Source: CapgemiliFiner1cial SeMCes Analysis, 2016;2016 RetailBanking Voice of theCustomer Survey,CapgemiliGlobalFinancialSelvioes
15
Appeal of Fintech
Continues to Expand
18
Western Europe60.8fo
North America
Central Europe
59.1%
20.6%
68.9%
20.6%
Latin America
27.5%
66.4%
64.7%
n.4%
56.2%
Asia-Pacific
58.9%
46.1%
51.4%
30.4%
Adoption
Number of Relationships
e1
26.0%
55.2%
3+
Country boundaries on diagram areapproximate and representative only; The percentage represents the customers who are usi:lgfinancial
products orservices fromfintech firms
Question: 'Are you currently using arr-{ financialproducts or ssvices from fintech firms (such as Alibaba, Apple, Google, lending Club,PayPal, Paytm,
Prosper,
Stripe,Square, Zopa, etc.)"?
Question: "With how many fintech firms do you currently have a relationshp"?(Pleaseenter thenumber of fintech firms)
Source: CapgeminiFinancialServices Analysis, 2016;2016 RetIBanllg Voice of the Customer Survey,CapgeminiGlobalFll8llCial Services
Note:
19
Figure 2.2: Gen Y and Other Age Groups Using FinancialProducts/Services from
Fintech Firms, by Region (%),2016
Central Europe
Western Europe
North America
{:;:
72.6%63.1%
65.6%53.2%
62.0%47.0%
Latin America
MIW!#it+W@,
83.2%72.9%
{:;:
GenY
71.2%
57.4%
Asia-Pacific
60.9%53.0%
Country boundaries on diagram are approxi:nate and representativeonly;The percentage represents the customers who are using
financial products or se,vices from fintech fimis
.
Question: Are you currently using any financialproducts or services from fintech fi:Tns (such as Alhaba,Apple, Google, Lending CILO,PayPal, Paytm,
Prosper, Stripe,Square, Zopa,etc.)"?
Note:
Source: CapgemiliFinancial Services Analysis, 2016;2016 RetailBanking Voice of the Customer Survey,
CapgemiliGlobalFinancialServices
20
Figure 2.3:Customers' Trust and Confidence in their Primary Bank vs.Fintech Firms, by Region
(%),2016
North America
Western Europe
3.6%
10.0%
Bank
Fintech
Note:
80.0%
48.2%
33.0%
44.1%
7.3%
Bank
12.1%
Fintech
Latin America
'
Central Europe
81A%
Bank
Fintech
11 31.9%J 6.6
33.1%11
57.0%
II
9.9
%
Asia-Pacific
7.0%
Bank
7.4%
Bank
4.2%
7.6%
Fintech
7.8%
Fintech
6.6%
Country boundaries on diagram are approximateand representative only; The percentages refer to customers wtlo haw given arating of
1, 2 for No Trust and Confidence,3,4,or 5 for Sornewtlat Trust and Confidence,and 6 or 7 for Complete Trust and Confidence on a scale of
1-7
Question:Please rate the following statements. (Please rate each criterion on ascale of 1-7, 7 being strongly agree and 1being strongly
disagree): O 1have complete trust and confidence in my p,i'nary bank";i'Ihaw complete trust and confidence inInternet/technology
firms,such as Google,Apple, Amazon, Facebook,Alibaba, Lending Cub, PayPal, Paytm, Prosper,Stripe,Square,Zopa etc. when using
banking proci.Jcts/servioes offered by them
Source: CapgeminiFllanCial Services Analysis, 2016; 2016RetailBanking vl'.lice of the Customer Survey, CapgeminiGlobalFinancial Se!vioes
Figure 2.4:Banking Executives' Perception of Banks' Strengths vis-a-vis Fintech Firms (%), 2016
Customers' Trust
Established Customer Relationships
Note:
The percentage represents the percentage of bankingexecutives wtlo haw given a rating of more than 5 on a scale of 1-7 for each
of the strategies Question:"There is a lot of talkabout innovation inthe banking industry driven by both banks and new entrants.What do you
think are your bank's strengths
vis-a-vis fintech firms"?
Source: CapgeminiFinancial Se!vioes Analysis, 2016;2016 RetailBanking Executive Interview Survey, CapgeminiGlobal FinancialSe!vioes
21
Figure 2.5: Banks' Self-Assessment of their Agility and Ability to Innovate vis-a-vis Fintech Firms,2016
Low
Note:
The percentages refer to banking executilles who have given a ratingof 1, 2 for Low, 3, 4,or 5 for Medium,and 6 or 7 for H-.gh on ascale of 1-7
Question: 'How would you compare yo,:s bank's abliity to innovateand agilityvis-a-vis flntech firms"? Please explain.(Please rate on ascale of 17, with 7 being the higlest rating and 1 being the lowest rating)
Source: CapgeminiFinancialServices Analysis, 2016;2016 RetIBanllg Executille Interview Survey, CapgeminiGlobal Financial Services
Banks' Perspective
Ease of Use
Faster Service
ood Experience
fl+
Lower Fees
G9
ore Features
+
if@
Gyitegration
with
Social
Easeof Use
Speed to Marl<et
Q_Lower Fees
SociallyIntegrated Services
a::Y,ood
Service/Experience
fjf:
Media
Fersonalized
Service
Quick Turnaround
Note:
The percentage represents the customers who have givena rating of more than 4 on a scale of 1-7
Question:"What are the primary reasons for using products/services fromfintech firms? (Please rate each factor on a scale of 1-7, 7 being very important
and 1
being not important at aiO
Question: Someof the fintech firms (such as Moven,Lending Club,Zopa,etc.) have been gaining significant traction in the marl<et. What do you think
is the
value proposition of thesefirms? What are the strengths of fintech firms vis-a-vis banks"?
Source: CapgeminiFinancial Services Analys'is, 2016; 2016Reta-.1 Banking Voice of the Customer Survey, 2016Reta-.1 Banking Executive Interview
Survey,
Capgemini GlobalFinancialServices
22
Figure 2.7:Banking Executives' Assessment of Opportunity Areas for Fintech Firms (%), 2016
84.2%
Loans
Raising FinancialAwareness
55.4%
51.5%
Mortgages
Note:
The percentage represents the percentage of banking executives who haw given arating of mOf'e than or equalto 5 for each of the
strategies Question:"Inyour opi,ion,which of thefollowing balking areas provide the biggest opportunity forfintech firms?
Source: CapgeminiFinancialServices Analysis, 2016;2016 RetailBanking Executive Interview Survey,CapgeminiGlobal Financial Services
23
Figure 2.8: Likelihood to Refer a Friend to Primary Bank vis-a-vis Fintech Firms, by Region (%),2016
North America
Central Europe
Western Europe
51.8%
57.1%
Latin America
Asia-Pacific
67.2%
41.3%
-31.9%
51.3%
50.1%
Note:
Countiy boundaries on diagram are approximate and representative only;The percentage represents the customers who havegiven a
raoog of 6 or 7 on a scale of 1-7
Question:"How likely are you to refer a friend toyourctnent primary bank ? (Please rateon a scale of 1-7, where 7 is highly likely and 1 is highly
unli<ely)
Question:'Howlikely are you torefer afriend tothe fintech firms with whomyou currently have a relationshi>"? (Please rate on ascale of 1-7,where
7 is highly likely and 1is highly unlikely)
Source: CapgeminiFinancialServices Analysis, 2016;2016 RetailBanking Voice of theCustomer Survey,CapgeminiGlobal FinancialServices
Summary
Fintech firms have emerged as a potent force in
financial services. Customers are drawn to them
forthe fresh perspective they bring to services that
have been highly commoditized bythe banking
industry.Not only do a majority of customers use
fintech services, they also place a high amount of trust
In them, threatening to undermine
25
Key Findings
Banks are struggling to respond to increasingly aggressive fintech competitors.
Ninety percent of banking executives believe that the pace of change in
banking is accelerating, driven by the need to innovate and rising competition
from fintech firms.
Competition is evolving into acceptance, with nearly two-thirds of bank
executives (65.3%) saying they view fintech firms as partners. The most
popular ways of partnering with fintechs are through collaboration (45.5%)
and investment (43.6%).
While 96.0% of bank executives agree that the industry is evolving toward a
digital banking ecosystem, only 12.9% say their core systems can support
such an ecosystem.
Fintech partnerships are expected to propel banks toward a much bigger
role in defining the future of digital banking.
Banks and fintech firms will need to work together and leverage each
other's strengths to create the best possible future ecosystem.
By being proactive, banks can reduce the risk of being marginalized
as the ecosystem evolves.
APls are essential to the future of banking, offering the ability to
take advantage of fintech assets such as speed and creativity.
While some banks have embraced the open architecture of APls, the industry
as a whole still has a long way to go, mostly because of limits imposed by
aging technology systems.
Banks will need to navigate the transition into APl-based software
development carefully, to ensure they remain integral to customer relationships.
Regulation such as Payment Services Directive 2 (PS02) will exert ongoing
pressure to expose banking core ledgers openly and transparently to thirdparty solution providers.
While banks will face challenges in evolving a digital banking
ecosystem, a well-structured roadmap can help them overcome these
challenges.
Transforming legacy systems with more agile and scalable systems are
essential for banks to fully leverage the potential of a digital banking ecosystem.
As banks put agile systems in place and maintain a 360-degree view of their
customers, they take on the facilitator's role for both financial and nonfinancial transactions in the digital banking ecosystem and still retain their
critical role in customer relationships.
26
Figure 3.1:Banks' View of DigitalEcosystem and their Core Systems' Capability (%),2016
'
Agreement with
Digital Banking
sustaining
Evolution of
Ecosystem
Yes
Note:
The percentage represents the percentage of banking executives who have respondedwith a Yes
Question:"There isa not on that the banking industry is evolving toward adigitalecosystem (leveraging digitalcapabilities and technologicalexpertise
of different players to sustainand thrive ina rapidly changing business environment). Do you agree?If yes, are your core
systemsandothertechnology
capableof sustaining such an ecosystem?
Source: Capgemini FinancialServices Analysis,2016;2016 RetailBanking ExecutiveInterview Survey,CapgeminiGlobalFinancialServices
27
Figure 3.2: Banks' Perception of Fintechs and Strategies of Banks to Compete with Fintechs (%),2016
Strategies of Banks to Compete
with Fintechs (%), 2016
C
Q_
Collaborat
e Invest
Compete by Building Capabilities__,___.
Acquire Fintech and Tech
Do Nothing
Note:
The percentage represents thepercentage of banking exea.,tives who havegiven a rati'lgof more than 5 on a scale of 1-7 for each of
the strategies Question:"How do you view fintech firms - as a competitor,a partner,or irrelevant"? (Please choose theapplicable option)
Question:"What is yo..,: strategy to competeinthe evolving banki'lg enlli'ament from the perspective of competition from fintech
firms"? Source: CapgeminiFinancialServices Analysis, 2016;2016 RetailBanking Executivelnte,view
SUMl'f,CapgeminiGlobalF11ancial Services
"Banks and Fintech Firms' Relationship Status: It's Complicated',Daniel Huang,The Wall Street Journal, Nov. 18,
2015,accessed March 2016 at http://www.wsj.com/articles/banks-and-fintech-firms-relationship-status-its-complicated-1447842603
"Santander tolaunch a $100M fund for Fintech companies out of London',Santander, July 2,2014,accessed March
2016 at http:// santanderinnoventures.com/santander-to-launch-a-100m-fund-for-fintech-companiesout-of-london/
10
http://www.barclaysaccelerator.co
m/ 11 https://www.dbsacceleratorcom/ 12
https://labs.wellsfargo.com/
28
Evolving a Digital
Banking Ecosystem
Today's partnerships are a stepping-stone toward a
much bigger role banks are expected to play in
creating a digital banking ecosystem . In the emerging
ecosystem, existing bank infrastructures and new fintech
technologies will both play strong parts. Banks and
fintech firms will need to work together to leverage
each other's strengths as they seek to create entirely
new ways of interacting
with customers.
Source:
15
13
"Thrivingin an Increasingly Digital Ecosystem, Peter Weill and Stephanie L Woerner, MIT Sloan Management Review,June 16
2015, accessed March 2016 at http://sloanreview.mit.edu/article/thriving-in-an-increasingly-digital-ecosystem/
14
"PrivatBank Brings Smartphone-Controlled ATM Technology to Western Market,David Penn, Finovate.com, April 30,2014, accessed
March 2016 at http://finovate.com/privatbank-brings-smartphone-controlled-atm-technology-to-western-market/
www.f idortecs.com
16
"YES BANK Partners with Snapdeal and FreeCharge for MultipleInnovations, September 15, 2015.,accessed March 2016 at
https://www.yesbank.in/media-centre/press-releases/fy-20 15-16/yes-bank-partners-with-snapdeal-and-f reecharge-for-multipleinnovations.html
29
Threats
Innovation
Opportun1t1es
Commoditization of Banking Processes
mand
Effective Regulatory Compliance
Disintermediation
Losing Business
Regulations
Roadmap to Create a
Digital Banking Ecosystem
Banks have different options to prepare themselves
for the forthcoming challenges. Some banks,
unaware of the coming shift or unable to decide
what to do about it, are maintaining the status
quo, though their inaction may prove fatal in the
medium to long run.A temporary approach
involves making incremental investments as and
when required,while still operating in silos. A
more collaborative approach would incorporate a
wide range
30
Summary
As fintech firms proliferate and raise customer
expectations, banks are starting to view them as
partners with expertise in developing digital services
that match heightened customer expectations. A
steadily increasing number of fintech acquisitions,
innovation labs, and accelerator programs illustrates
that banks are
increasingly seeking ways to collaborate with fintech
firms rather than fight them. The most important
elements of successfulcollaboration with fintechs will be
liberal use
of APls, backed by modern technology freed from
legacy constraints. Smartly embracing open
architecture will help banks achieve the criticalgoal of
bringing more compelling products to market, while still
remaining central to the overall customer relationship.
32
Australia
CEIRank
CEI Index
Positive Experience
I nternet
*=20%
Likelihood to Stay
66.2%
67.2%
Mobile
32.0%
Branch
11.4%
SocialMedi
a
Likelihood to Refer
30.8%
Likel hoodto Purchase
6.8%
7.8%
Fintech
Adoption Rank
Fintech Adoption
9.5%
12.1%
e1
2
3+
86.6%
**
Likelihood to Refer
*= 20%
50.3%
0
0
Good Service/Experience
82.4%
Faster Services
80.4%
Belgium
CEIRank
CEIIndex
Positive Experience
I nternet
= 20%
Likelihoodto Stay
59.3%
57.9%
D
Soci
Mobile
23.0%
Branch
11.4%
alMedia
6.6%
*
,
Likelihood to Refer
30.5%
Likelihood to Purchase
6.2%
33
Fintech
Adoption Rank
Fintech Adoption
13.3%
16.1%
e1
2
3+
--
Good Service/Experience
12.2\\
**
Likelihood to Refer
*=
20%
39.9%
CJ
0
Ease of Use
Faster Services
69.0%
69.0%
68.5%
34
Brazil
CEIRank
CEI Index
Positive Experience
D
0
Internet
Mobile
Branch
59.4%
49.4%
23.5%
*= 20%
Likelihood to Stay
45.6%
Likelihood to Refer
**1
47.8%
Social Media
13.1%
26.3%
Fintech
Adoption Rank
Fintech Adoption
e1
25.9%
3+
30.5%
Top 3 Customers' Perceived Benefits
with Fintech Firms
Ease of Use
Faster Services
Likelihood to Refer
***1
89.5%
88.1%
*=20%
68.7%
Good Service/Experience
87.1%
France
CEIRank
CEIIndex
Positive Experience
I nternet
Mobile
19.6%
Ot
Branch
7.9%
alMedia
6.3%
= 20%
Likelihoodto Stay
67.7%
D
Soci
53.4%
Likelihood to Refer
29.6%
Likelihood to Purchase
6.9%
35
Fintech
Adoption Rank
Fintech Adoption
e1
2
3+
**,
Likelihood to Refer
*=
20%
46.9%
CJ
#1
Faster Services
82.7%
Ease of Use
82.3%
Good Service/Experience
76.2%
36
Germany
CEIRank
CEI Index
Positive Experience
D
0
I nternet
57.9%
Likelihood to Stay
***'
**
Mobile
26.5%
Branch
23.0%
*= 20%
61.3%
Likelihood to Refer
43.1%
Social
Media
5.2%
15.2%
Fintech
Adoption Rank
Fintech Adoption
14.5% -
e1
2
3+
22.3%
"tI/Lower
***,
Likelihood to Refer
63.3%
*=20%
66.3%
P
0
Fees
84.9%
Faster Services
84.3%
Ease of Use
83.7%
37
Hong Kong
CEIRank
CEIIndex
Positive Experience
Internet
= 20%
Likelihoodto Stay
50.2%
41.1%
Mobile
25.5%
Branch
14.4%
- Social Media
14.4%
Likelihood to Refer
18.2%
Likelihood to Purchase
12.5%
Fintech Adoption
e1
2
22.8%
3+
65.6%
Top 3 Customers' Perceived Benefits
with Fintech Firms
77.2%
Faster Services
Likelihood to Refer
,1
*= 20%
33.0%
CJ
73.1%
Ease of
Use
Lower Fees
69.4%
38
India
CEIRank
CEI Index
Positive Experience
o --
40.2%
45.6%
Likelihood to Refer
55.0%
21.5%
0-
*= 20%
Likelihood to Stay
59.8%
Internet
Branch
21.7%
-SocialMedia
**
37.5%
Fintech Adoption
35.2% :
29.8%
_A
3+
35.0%
Top 3 Customers' Perceived Benefits
with Fintech Finns
Faster Services
Good Service/Experience
***
Likelihood to
Refer
*=20%
89.6%
89.4%
70.7%
Ease of Use
88.1%
39
Italy
CEIRank
CEIIndex
Positive Experience
Internet
= 20%
Likelihoodto Stay
59.2%
46.0%
Mobile
33.8%
Branch
12.2%
Likelihood to Refer
32.4%
Likelihood to Purchase
Social Media
13.8%
10.0%
19.9%
69.6%
Fintech
Adoption Rank
Fintech Adoption
e1
2
3+
,-
23.
***
/o \
Likelihood to Refer
0
\
*=
20%
59.6%
Faster Services
CJ
?
Ease of Use
Good
Service/Experience
86.5%
82.4%
79.8%
40
Japan
CEIRank
CEI Index
Positive Experience
26.9%
Internet
13.1%
Mobile
*= 20%
Likelihood to Stay
***
57.4%
Likelihood to Refer
16.9%
11.4%
Branch
4.2%
3.0%
Social Media
Fintech Adoption
18.0%
e1
2
24.6%
3+
57.4%
---- -
';7
\
*
..... _
Likelihood to Refer
3.8%
*=20%
2
Lower Fees
82.0%
Faster Service
73.8%
Ease of Use
72.1%
41
Netherlands
CEIRank
CEIIndex
Positive Experience
D
O t
I nternet
Mobile
69.5%
42.1%
***1
*, *
Likelihood to Refer
Branch
4.6%
= 20%
67.7%
37.9%
Likelihood to Purchase
Social Media
6.6%
23.3%
5.6%
Fintech
Adoption Rank
Fintech Adoption
e1
2
3+
65.6%
Trust with Fintech Firms
21.
**
Likelihood to Refer
*=
20%
49.0%
0
P
Ease of Use
77.9%
Faster Service
72.3%
Good Service/Experience
71.9%
42
Norway
CEIRank
CEI Index
Positive Experience
D -Ot
Internet
Branch
Social Media
5.2%
*= 20%
Likelihood to Stay
70.1%
36.5%
Mobile
66.5%
*._
Likelihood to Refer
30.5%
Likel hoodto Purchase
7.6%
9.4%
Fintech
Adoption Rank
Fintech Adoption
14.6%-
e1
2
20.1%
3+
65.3%
Top 3 Customers' Perceived Benefits
with Fintech Firms
*1'
Likelihood to Refer
Faster Service
70.7%
Ease of Use
70.1%
*=20%
37.4%
Lower Fees
Singapore
CEIRank
CEIIndex
Positive Experience
D
0
Internet
42.8%
Mobile
28.2%
Branch
9.8%
**
= 20%
Likelihoodto Stay
55.8%
Likelihood to Refer
28.0%
Likelihood to Purchase
SocialMedia
11.8%
11.4%
43
Fintech
Adoption Rank
Fintech Adoption
13.8%--
e1
2
21.6%
3+
64.7%
Trust with Fintech Firms
Likelihood to Refer
1'
*=
20%
36.9%
0
P
Ease of Use
81.3%
Faster Service
79.4%
Good Service/Experience
78.8%
44
Spain
CEIRank
CEI Index
Positive Experience
Internet
54.0%
26.3%
Branch
Social Media
12.5%
**
*
37.8%
Likelihood to Refer
30.3%
13.1%
*= 20%
11.0%
Fintech
Adoption Rank
Fintech Adoption
15.8%-
e1
2
29.8%
3+
54.5%
Top 3 Customers' Perceived Benefits
with Fintech Firms
Faster Service
Likelihood to Refer
81.5%
Good Service/Experience
80.7%
Lower Fees
79.8%
*=20%
50.9%
45
Sweden
CEIRank
CEIIndex
Positive Experience
D -O t
Internet
60.4%
35.8%
Mobile
Branch
3.6%
= 20%
Likelihood to Stay
***,
**
65.4%
Likelihood to Refer
37.8%
Likelihood to Purchase
SocialMedia
7.8%
11.4%
Fintech
Adoption Rank
Fintech Adoption
13.3%-
e1
2
16.6%
3+
70.1%
Trust with Fintech Firms
Ease of Use
70.7%
Good Service/Experience
63.9%
Lower Fees
62.1%
26.
Likelihood to Refer
**
*= 20%
52.4%
46
U.K.
CEIRank
CEI Index
Positive Experience
D ..
Internet
Mobile
Branch
Social Media
55.1%
30.8%
5.2%
*= 20%
Likelihood to Stay
65.0%
15.7%
Likelihood to Refer
**
37.8%
Likel hoodto Purchase
13.1%
Fintech
Adoption Rank
Fintech Adoption
12.8%
14.6%
e1
2
3+
C)
Likelihood to Refer
**
Ease of Use
85.7%
Good Service/Experience
83.4%
*=20%
53.6%
Faster Services
81.0%
U.S.
CEIRank
CEIIndex
Positive Experience
Internet
65.4%
Mobile
43.4%
Branch
25.3%
= 20%
Likelihoodto Stay
***
58.9%
Likelihood to Refer
53.6%
Likelihood to Purchase
SocialMedia
13.1%
22.8%
47
Fintech
Adoption Rank
Fintech Adoption
e1
17.2%-
3+
23.2%
59.6%
Trust with Fintech Firms
Ease of Use
Good Service/Experience
Likelihood to Refer
**
91.6%
90.4%
*= 20%
69.6%
Faster Services
87,7%
49
72.7
75.6
(2016)
Point Change
80.9
78.9
80.4
73.4
2.0
80.4
77.5
80.2
' 73.9
' ''
80.0
2.9
(2015)
2015-2016
''
Canada
Netherlands
''
''
Czech Republic
U.K
Switzerland
U.S.
Russi
a
Austria
Portugal
Turkey
7.0
' '
''
6.3
6.3
'' 73.7
80.0
I 76.6
''
79.9
I 75.8
''
79.0
76.2
'. '.
'
' '
3.4
4.1
2.8
5.4
79.0
73.6
78.8
2.7
76.1
Australia
Germany
''
''
South
Africa
77'4
1.0
76.4
6.3
77.1
0.1
, , 70.8
''
76.8
2.8
Poland
I
' '
'
' '
Sweden
Finland
76.7
76'4
73.6
76.3
Spain
::
s9.3
''
Italy
76.0
Brazil
Denmarl<
Chin
75.7
'74.5 '
; '
72.6
''
a Norway
India
Belgium
France
SaudiArabia
75.3
''
71.1
' '
74 5
Singapore
Hong Kong
::
69.5
.
Argent na
.:
74.5
Japan
Mexico
UAE
, :
69.7
''
'
: :69.4
76.8
7.0
: :s9.4
1.5
' '
''
61;
'
: 68.4
73.4
''
, :
'
:
6
';
73.
20
40
60
66.6
S4'.7
'
6&.3
, 9.2
' 73.7
'
80
3.1
76'4
4.2
5.0
100
4.8
6.4
2.5
:
:
6
9
.
6
4.1
3.4
5.0
(0.4)
4.2
:
7
(7.4)
'
''
'
;
7.5
(8.0)
1.9
(8.4)
2016
2015
Source: Capgemi:liF1181lCial Services Analysis, 2016; 2016RetailBanking vl'.lice of the Customer Survey, Capgemi:liGlobalFinancial Se!vices
50
Czech Republic
48.1% (2015)
54.7% (2016)
'
70.6
56.3
'
'
61.4
Switzerland
14.3
67.0
5.6
66.8
Austria
Russia
2015-2016
'
6.9
59.9
'
'
'
'
10.8
66.7
55.8
64.8
9.9
6.1
Canada
54.9
Portugal
Germany
Poland
13.0
63.0
'
13.8
56.9
'
63.0
Sweden
11.5
16.0
.o
62.3
U.S.
.4
:
'
61.6
50.1
'
60.7
:,t4.7 :
'
'
'
Turkey
'
60.5
54.9
: 52.1
'
5.6
'
8.0
60.1
59.5
Ital
y
7.6
:51.9
U.K.
;
Finland
m Denmark
South Africa
Australia
Norway
Brazil
.o
49.8 58.2
'
Belgiu
10.4
58'4
'
:45.4:
46.
''
8.4
56.7
11.2
55.9
9.0
55.6
?0.3
'
'
55.0
:51.3
: ' 53.9
'
4r8 ''
:' 52.4
4.o
5.3
3.7
11.1
10.4
France
SaudiArabia
Japan
: 52.3
: 46.
Mexico
39.Z
'
'
'
'
' 47;1
43.8 ':
38.1 :
'
4?,7 '
33.4
34.7
'
''
'
'
40.?
''
38.1'
28.1
'
'
'
'
'
''
'
6.2
7.9
56.6
5.7
8.0
(17.5)
4
.
o
'
'
8.3
12.
2
41 7
59.5
(18.5
'
36.0 '
36.1
35.7 '''
'
'
Singapore
Spain
UAE
28.4
0
20
34.9
40
:'
'
'
'
(0.1)
'
'
'
'' 53.3
'
:'
'
60
(17.6)
6.5
80
2016
2015
53
Capgemini's Proprietary
Customer Experience Index (CEI)
The responses from the global Retail Banking Voice of
the Customer Survey,which analyzed customer
experiences across 80 data points, provide the
underlying input for our proprietary CEI.The
CEIcalculates a customer experience score that can be
analyzed across a number of variables. The scores
provide insight on how customers perceive the quality of
their bank interactions. They can be dissected by
product, channel and lifecycle stage,as well as by
demographic variables, such as country, age,
investable assets and comfort level with technology. The
result is an unparalleled view of how customers
regard their banks, and the specific levers banks can
push to increase the number of positive experiences
for customers. The index provides a foundation for
banks to develop an overall retail delivery strategy that
will increase satisfaction in ways that are most
meaningful to customers.
54
About Us
Capgemini
CO NS ULT ING .TECH N OLOGY.0 U!SOUR CING
With more than 180,000 people inover 40 countries, Capgemini is one of the world's foremost providers of
consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion.
Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their
needs, enablingthem to achieveinnovation and competitiveness. A deeply multicultural organization,
Capgemini has developed its own way of working, the Collaborative Business Experience,and draws on
Rightshore, its worldwide delivery model.
Capgemini's Financial Services Strategic Business Unit brings deep industry experience, innovative service
offerings and next generation global delivery to serve the financialservices industry. With a network of 24,000
professionals - 11,000+ in India dedicated to Financial Services - and more than 900 clients worldwide,
Capgemini collaborates withleading banks, insurers and capital market companies to deliver business and IT
solutions and thought leadership which create tangible value.
Learn more about us at
www.capgemini.com/financialservices. Rightshorei& is a
trademark belonging to Capgemini.
.....Ef ma
A global non-profit organization, established in 1971 by banks and insurance companies, Efma facilitates
networking between decision-makers. It provides quality insights to help banks and Insurance companies make the
right decisions to foster innovation and drive their transformation.Over 3,300 brands in 130 countries are Efma
members.
Headquarters in Paris. Offices in London, Brussels, Barcelona, Stockholm, Bratislava, Dubai, Mumbai, and
Singapore. Visit www.efma.com.
2016 Capgemini
All Rights Reserved.Capgeminiand Elma,their services mentioned hereinas well as theirlogos,are trademarks or
registered trademarks of their respective companies.All other company, product and service names mentioned are the
trademarks of their respectiveowners and areused hereinwithno intentionof trademark infringement. No part of this
document may bereproduced or copied in any form or by any meanswithout written permission from Capgemini.
Disclaimer
Theinformation contained hereinis general in nature andis not intended,and should not be construed,as
professionaladvice or opinion provided to the user.This document does not purport to be a complete statement of
the approaches or steps,whichmay vary accordingly to individual factors and circumstances,necessary for a business to
accomplish any particular business goal.This document is provided for informational purposes only;it is meant solely
to provide helpfulinformation to theuser.This documentis not a recommendation of any particular approach and
should not be relied upon to address or solve any particular matter.The text of this document was originally written in
English.Translation to languages other than English is provided as a convenience to our users. Capgeminiand Elma
disclaim any responsibility for translation inaccuracies.The information provided herein is on an 'as-is' basis.
Capgeminiand Elma disclaim any and all representations and warranties of any kind concerning any information provided
in
this report and will not be liable for any direct,indirect,special,incidental,consequential loss or loss of profits arising
in any way from the information contained herein.
Acknowledgements
We would like to extend a specialthanks to all of the banks. fintech firms and individuals who participated in our
Banking Executive Interviews and Surveys.
The following companies are among the participants who agreed to be publicly named:
ABN Amro Bank. Netherlands: ADCB. UAE: Al Khalil Commercial Bank. Qatar: Alior Bank S.A.. Poland: ANZ Bank.
Australia: Associated Bank. U.S.: Banca Agricola Commerc1ale. Italy: Banca Carige. Italy: Banca Mediolanum. Italy:
Banca Mps Leasing e Factoring. Italy: Banca Popolare di Milano. Italy: Banca Popolare di Sondrio, Italy: BancABC.
Botswana: Banco ActivoBank. Portugal: Banco Bradesco. Brazil: Banco de Credito del Peru. Peru: Banco de Sabadell.
Spain: Banco Popular. Spain: Banco Santander. Spain: Banco Supervielle. Argentina: Ban10 Loans. Australia:
Bank Central Asia. Indonesia: Bank Millennium. Poland: Bank of Ireland. Ireland: Bank Simpanan Nasional, Malaysia:
Bankhaus August Lenz & Co. AG, Germany: Bank1a. Spain: Bankinter. Spain: Banque L1bano-Frani;:aise. Lebanon:
Barclays. UK: BCDC. Congo: BCP. Peru: Bendigo and Adelaide Bank. Australia: BIT Bank. Lebanon: BNL - BNP Paribas.
Italy: BNP Paribas Fortis. Belgium: BNP Paribas. France: Caixa Econ6mica Federal, Brazil: Cassa d1 Risparm10 d1 Cento.
Italy: Catalunya Banc. Spain: CBW Bank, U.S.: CheBanca'.. Italy: CIB Bank ZRT. Hungary: CIBC. Canada: Credit Andorra.
Andorra: Credit Europe Bank Ltd.. Russia; Credit Libanais. Lebanon: Credit Union Australia Limited, Australia: Credito
Emiliano. Italy: Crelan. Belgium: Danske Bank, Denmark: Des1ard1ns. Canada: Deutsche Bank, Italy: DNB, Norway:
Ecobank. Cameroon: Erste Group Bank AG, Austria: Erste&Steiermarkische Bank d.d.. Croatia: F1deuram. Italy: First
National Bank. South Africa: Groupama Banque. France: ING. Belgium: lsbank. Turkey: JSC TBC Bank. Gecrgia; Laxmi
Bank Limited. Nepal: Maritime Bank. Vietnam: Millennium BCP. Portugal: MoneyPlace. Australia: Moula. Australia; National
Australia Bank. Australia: National Bank Of Egypt. Egypt; National Bank of Greece. Greece: NIBC. Netherlands: NLB
banka AD Beograd. Serbia: NLB Montenegrobanka. Montenegro: Novo Banco. Portugal: Ocean. Australia: OTP Bank.
CEE:
OTP Banka Slovensko. Slovakia: PKO Bank Polski. Poland: Privredna banka Zagreb d.d.. Croatia: Raiffeisen Bank
International, Austria: Raiffeisen Bank. Kosovo: Raiffeisen Bank. Romania: Rosbank, Russia: Royal Bank of
Ca11ada. Canada: Sandnes Sparebank, Norway: Santander Consumer Bank. Norway: Sberbank CZ, Czech
Republic:
Sberbank of Russia, Russia: Skandinaviska Enskilda Banken AB, Sweden: Smartika, Italy; SpareBank 1 Ailiansen,
Norway: SpareBank 1 Group, Norway: Sparebanken Hedmark. Norway: Sumitomo Mitsui Banking Corporation. Japan:
Swedbank. Baltic: The Bank of Tokyo-Mitsubishi UFJ. Ltd. Japan: Turkish Economy Bank, Turkey: UniCredit Bank Austria.
Austria: UniCredit Bulbank, Bulgaria; Unicred1t, Italy: Union Bank of Cameroon, Cameroon: United Amara Bank, Myanmar:
United Bank Limited. Pakistan: United Bulgarian Bank, Bulgaria: Vaba d.d. banka Varazd1n. Croatia: VTB 24, Russia
and CIS: Westpac Group, Australia: Westra Wermlands Sparbank. Sweden: WIZZIT Bank, South Africa: XacBank.
Mongolia: and Yap1 Kred1 Bank. Turkey.
We would also like to thank the following teams and individuals for helping to compile this report:
William Sullivan and Vamsh1 Suvarna for their overall leadership for this year's report: Amit Kumar. Av1nash Saxena. and Chris Cost
Capgem1ni's Global Retail Banking network for prov1d1ng their insights. industry expertise and overall guidance:
Karlik Ramakrishnan. Nilesh Vaidya. Don Vadakan. Michael Leyva. Erik Van Druten. Kishen Kumar. Andrew
Diaper.
Philip Gomm. Kev Hendy, Ravi Pichan. Manrsh Grover. Vi1aydeep Singh, Sharon Rode. Mania Ferrari. Jessica lngram1.
Mercedes Chacon Otero. Pascal Spelier. Rob Griffiths, Richard Hechenb1chler. Joel Oliveira. Freek Roelofs.
Shinichi Tonomura. Masao Tabata. Yasunori Ta1ma. Takeh1to Yamada. Fredrik Borchgrev1nk. Marianne Sorlie, Johan
Bergstrom. Jon Wallen. K1etil Gudmundsen. Christian Morlacch1. Bruna Rigato. Antonella Taglient1.
Francesco Spinelli. Christian Morlacch1. Alberto Casanr. Francesco Chevallard. Pratheesh Kookanath. and Kartik Pawan.
Karen Schneider and Vanessa Baille for their overall marketing leadership for the report and the Global Product
Marketing and Programs. Shared Serv,ces. Corporate Communications and Field Marketing Teams for producing and
the report Jyoti Goyal. Kal1das
Chitambar, Partho Sarathi Bhattachar1ee. Sa1 Bobba, Suresh Chedarada. Kanaka Donk1na. Mary-Elien Harn. Manisha Jaiswal. Mart
launching
Capgemini